Contact Center Analyst

Job Description

Develops and manages processes and systems for Contact Center Performance Analytics, Real-Time Operations Support, CCT Pro Performance and Routing Analytics, Routing and IVR Optimization Support, Cross-Platform Journey Analysis, Root Cause and Trend Analysis.

Requirements

• Translation: Translates operational needs into clear requirements and user stories for Engineering, including CCT Pro configuration updates, routing changes, IVR updates, reporting enhancements, and integration needs.
• KPI Definition and Governance: Supports definition and standardization of KPI logic including metric definitions, calculation rules, data sources, and reporting cadence to ensure consistent enterprise reporting.
• Data Quality and Integrity: Validates report accuracy and data completeness. Works with Engineering and other technical teams to resolve data pipeline and reporting issues. Ensures alignment across CCT Pro and Avaya reporting outputs.
• Stakeholder Enablement: Provides leaders and supervisors with insights, reporting packs, and interpretation of trends. Trains end users on standard reporting tools and best practices.
• Operational Support for Platform Changes: Supports impact assessment, validation, and post-change monitoring for CCT Pro routing and agent desktop updates, Avaya changes, and reporting changes, including before and after metric comparisons.
• Troubleshooting Support: Assists in triage by identifying whether performance issues appear rooted in CCT Pro logic and workflows, Avaya queue behavior, CRM workflow friction, or upstream and downstream system dependencies, then routes to the appropriate owner with evidence.
• Vendor and Partner Coordination: Collaborates with IT vendors and partners for reporting enhancements, platform feature utilization, and operational improvements.
• Documentation: Maintains documentation for metric definitions, reporting catalogs, distribution lists, operational runbooks for reporting and monitoring, and call flow and routing outcome summaries.

Skills

• Strong understanding of contact center KPIs and operational levers including routing, staffing, adherence, quality, and customer experience drivers.
• Advanced Excel skills and comfort working with reporting tools, extracts, datasets, and reconciliation.
• Working knowledge of middleware platform concepts including middleware routing logic, agent desktop workflows, integration touchpoints, and routing outcomes that influence reporting and operations.
• Working knowledge of Avaya contact center reporting concepts including queues, skills, routing outcomes, call classification, and the operational impact of configuration changes.
• Ability to perform root cause analysis and translate findings into clear, prioritized recommendations.
• Strong communication and stakeholder management skills with ability to explain findings to both technical and non-technical audiences.
• Strong documentation and process discipline, including metric definitions and reporting catalogs.